Overview

The Spa Reservations Supervisor at Loma de Vida will be an integral member of the team that creates distinctively different and authentic experiences for our guests by leading the Spa Concierge and Spa Attendant Teams. She/he will exemplify La Cantera Resort and Spa culture while working to always provide exceptional service and operational excellence to both internal and external guests. The Spa Reservations Supervisor shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the La Cantera Resort and Spa Culture as well as promoting La Cantera Resort and Spa as both the Destination and Employer of Choice! ESSENTIAL JOB FUNCTIONS: Supervise day-to-day operations of the Spa Concierge and Spa Attendant teams including supporting and creating operational protocols. Prepare and manage Spa Concierge and Spa Attendant schedules according to business forecast, payroll budget guidelines, productivity, and labor control requirements. Work closely with Lead Spa Concierge to ensure all standards and expectations are met. Oversee the spa facilities and operations, as Manager on Duty as needed. Act as a role model of La Cantera Resort & Spa Standards of Excellence, values and mission for guests and associates. Maintain current knowledge of all spa policies and procedures, spa services including spa treatments, spa amenities, fitness classes, hours of operations, and spa retail. Maintain a thorough knowledge of current guest services, activities, dining options, shops, local attractions, and historical information regarding La Cantera Resort & Spa and the surrounding area to answer any questions guests may have. Ensure associates are aware of all discount rates, special packages, products, services, and general info needed to handle guest spa reservation requests daily. Assist with new Spa Concierge and Spa Attendant hiring. Conduct training for existing and new Spa Concierges and Spa Attendants. Support Retail Specialists in all retail training for Spa Concierges. Perform Spa Concierge and Spa Attendant duties as needed. Responsible for communicating guest issues and guest incidents promptly. Responsible for managing the booking of services and activations in both B4T and WAYS. Complete requested tasks within the allotted timeline and submit them to the direct supervisor for review. Follow all processes and protocols regarding inventory management and Craftables supply orders. Every order must be placed and received in Craftables. No orders are to be placed via phone call. Ensure Craftables Excel sheets are always up to date. Manage payroll to support hotel occupancy and Event Groups. Create event calendars for Holidays and Special Groups. Inform Leaders of any guest concerns or incidences needing further attention. If applicable, complete a Guest Incident Report on any issues (solved or unsolved issues) and follow up on issues as needed. Maintain via Adaco all business supplies needed to keep Spa Front Desk and HoH (Heart of House) operations running smoothly. Qualifications Must have a high school diploma/GED or higher. Bachelor’s degree preferred. Hospitality experience with knowledge of the Spa industry preferred. Excellent communication skills, both written and verbal. Proficient in Microsoft Office software applications such as Word, Excel, and Outlook. Must have current TABC and Food Handler Certificates. Experience with resort/spa reservation systems a plus.